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Bold360 Optimizes Workflows for Behind-the-Scenes Customer Support Teams

AI-powered search enhancements and advanced management tools bring more effective coaching and empower teams to work smarter, not just harder LogMeIn announced enhancements to its AI-powered Bold360 suite that make it easier for supervisors, content managers, and other critical behind-the-scenes customer service teams to work smarter, faster, and improve overall performance. From aggregating valuable information to more advanced agent monitoring, these latest features drive operational efficiencies and empower support teams…

LogMeIn Forges Path to Eliminate CX Barriers with Bold360 Real-Time Agent Collaboration

LogMeIn furthered its vision to improve customer experience by delivering new tools that enable agents to work together to solve complex customer issues.  Through enhanced agent collaboration capabilities, Bold360 removes the barriers commonly associated with poor customer experiences -- including siloed communication and frustrating escalation paths. “In the age of AI, the needs of the human workforce can often get lost,” said John Ragsdale, Distinguished VP, Technology Research at TSIA.  “But access to informed, and…

LogMeIn Delivers Proactive AI & Universal Language Capabilities with New Bold360

Proactive, Multi-Lingual AI Brings the In-Person Customer Experience to the Digital World LogMeIn, Inc. delivered the next wave of intelligent customer engagement by adding proactive AI and language features to the Bold360 platform. LogMeIn has taken the world-class attributes of Bold360 and created an even more powerful solution with expanded use cases designed to help companies build a highly personalized and relevant customer experience across the digital journey. Bold360 anticipates customer needs and promotes…

Bold360 by LogMeIn Wins 2018 SaaS Award for Best Customer Service & CRM Product

LogMeIn announced that its flagship intelligent customer engagement product, Bold360, was named a winner of the 2018 SaaS Awards for Best Product for Customer Services/ CRM.  This global program celebrates the best and brightest in cloud computing and Bold360 was honored for its proven ability to help businesses support their customers in truly innovative ways. The SaaS Awards is a sister program of the Cloud Awards, an international program which has been recognizing and honoring industry leaders, innovators and…

LogMeIn Recognizes Outstanding Customer Experience Leaders and Performers with CXNext Catalyst Awards

Inaugural Awards Spotlight Companies and Individuals That Are Redefining CX LogMeIn announced the winners of the first CXNext Catalyst Awards at the conclusion of its CXNext virtual event. The Catalyst Awards honor individuals and companies that have transformed their business and redefined engagement through innovative customer experience initiatives. The awards recognized exceptional accomplishments across three categories: CX Team of the Year, CX Industry Disrupter and Outstanding Woman in CX. “The goal of CXNext is…

LogMeIn Launches FAQ Web Widget to Help Businesses Manage COVID-19 Related Communications and Information Sharing

Easy to deploy website widget provides rapid and consistent answers to Coronavirus-related questions for customers and employees  LogMeIn, Inc.  has launched the Bold360 Rapid Response FAQ Web Widget to help businesses manage the increase in volume and complexity of questions related to COVID-19 from both customers and employees. The COVID-19 (Coronavirus) pandemic is an unprecedented situation creating numerous challenges providing information and updates to customers, employees, and partners. Policies and procedures are…

Rewinding 2019: Top 200 News in MarTech that Sets the Bar for 2020-2024

“Study the past if you would define the future.” ― Confucius The first decade for Martech-as-a-service is coming to its end. What was the year 2019 like for the industry? As part of our Predictions Series 2020, we bring you this unique Infographic Rewinding 2019 as a recap of top Martech news and announcements of 2019. Enjoy reading this list of most-subscribed martech news of 2019 that have already set the bar higher for New Year 2020. You can subscribe to our resources and insights through newsletters, social media…

LogMein Brings Integrated AI Chatbot and Human Customer Engagement to the World’s Most Popular Messaging Apps

Bold360 Expands Messaging to WhatsApp, WeChat, Facebook Messenger, and SMS Text LogMeIn announced it is making it easier than ever for customers to engage with businesses on the messaging applications they prefer to use. Bold360’s latest release helps businesses transform contact centers by offering always-on, scalable, and best-in-class customer engagement on the most popular global messaging channels including WhatsApp, WeChat, Facebook Messenger, and SMS Text. Messaging apps have become a preferred platform for…

TechBytes with Ryan Lester, Senior Director of Customer Engagement Technologies at LogMeIn

Tell us about your role and the team/technology you handle at LogMeIn. I am the Senior Director of Customer Engagement Technologies at LogMeIn. This role gives me the opportunity to work on both our Bold360 Product strategy and roadmap while improving the experiences we deliver to our current, and potential future, customers each day. I have the unique advantage of working every day on delivering a better CX while also working closely with our product team to build solutions that help our customers create a differentiated…

Three Ways to Jump-Start Your Customer Experience with AI

Customer experience has become a boardroom conversation as every interaction with a brand impacts how a customer thinks about the company, its products, and services. Successful businesses understand that providing an exceptional customer experience is a crucial competitive differentiator. Nowadays, great customer service isn’t only about quickly fixing issues when they arise, but about putting the customer first and supporting them at every point in their journey. Modern technologies, including AI-powered software,…

Elevating Your CX Strategy by Improving the Agent Experience

In the age of Digital Transformation, many customer service leaders are focusing all their attention on technology. While intelligent automation can give a boost to their CX strategy, it’s important not to forget the humans behind the tech. Great customer service starts with a great agent experience – and if agents are stressed, frustrated and lacking the right tools and support, it will inevitably lead to unresolved interactions and unhappy customers. As modern customers’ expectations continue to increase, agents are…

LogMeIn Successfully Achieves Multiple Top Tier Security Compliance Standards

Company Completes SOC 2, Type II and SOC 3, Type II and C5 Examinations LogMeIn, Inc., a leading provider of cloud-based connectivity solutions, announced the successful acquisition of System and Organization Controls (SOC) compliance reports, specifically SOC 2 Type II and SOC 3 Type II examinations, for the company’s key products including LastPass, GoToMeeting, GoToWebinar, join.me, GoToTraining, OpenVoice, Bold360, Rescue, GoToAssist, LogMeIn Pro, Central and GoToMyPC. Two of the most well-known and accepted security…

LogMeIn Opens AI Center of Excellence

New Dedicated AI Research Center Will Add Dozens of Jobs in Israel LogMeIn announced the establishment of the company’s new Artificial Intelligence (AI) Center of Excellence (COE).  Based in Herzliya, Israel, the new center will lead the company’s research, development and advancement efforts in AI, focusing on bringing Natural Language (NLP) and Speech technologies to LogMeIn’s product line-up, including its recently announced GoTo UCC portfolio, its identity and access management portfolio (led by LastPass), and its…

MarTech Interview with Alison Durant, SVP of Corporate Marketing, LogMeIn

"From the outset, you need to be ready to enable sales to cross-sell and upsell new products, empower the marketing teams to deliver compelling content, and most importantly, be ready to create immediate value to the customer base." Tell us about your role and journey into technology. What made you join LogMeIn? I currently lead a team of talented and passionate marketing professionals at LogMeIn. I’ve been in the tech industry for more than 25 years leading marketing teams at both small and large organizations, and now I…

Prediction Series 2019: Interview with Yaniv Reznik, Head of Customer Engagement Products, LogMeIn

Tell us about your role at LogMeIn and the team/technology you handle. I am the Vice President of Customer Engagement Products for LogMeIn. My team and I are focused on the Bold360 platform, which is an AI-powered customer engagement solution that helps brands all over the world deliver personalized and consistent customer experiences seamlessly across both AI and agent-based interactions. Could you tell us about the product development lifecycle for Bold360? How did your technology team plan this launch? Much of the…

TechBytes with Ryan Lester, Director, Customer Engagement Technologies, LogMeIn

Ryan Lester Director, Customer Engagement Technologies at LogMeIn Earlier this year, LogMeIn published a report on AI Customer Experience. In this context, we spoke to Ryan Lester, Director, Customer Engagement Technologies at LogMeIn, to understand the major challenges and opportunities in delivering contextual CX identified in the study.Tell us about your role at LogMeIn and the team/technology you handle. My team and I own the strategic development and implementation for the go-to market plan for AI, Chatbot and…

Leading B2B Intelligence Provider InsideView Adds Bombora’s Intent Data

Strengthens Ability to Optimize Go-To-Market Strategies and Execution Executives using go-to-market decision engine InsideView Apex can now improve their strategic targeting in two important ways, thanks to intent data from Bombora, the companies announced. Forrester recently recognized InsideView Apex for providing advanced capabilities for go-to-market planning, including data visualizations for Ideal Customer Profile (ICP) modeling. Now executives who use InsideView Apex can both (1) widen their total addressable market…

Calabrio Delivers Powerful Enterprise Scalability and Management Capabilities

Enhancements Automate and Simplify Management and Administration for Large-Scale WFO Deployments Calabrio, a leading provider of customer engagement and analytics software, released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization (WFO) and engagement suite. The new Calabrio ONE platform features customer-driven capabilities to manage large-scale, dynamic enterprise environments. Calabrio ONE includes call recording, quality management (QM), workforce management (WFM),…

Criteo Acquires Manage, Strengthening Its Mobile Marketing Solutions

Criteo S.A., the advertising platform for the open Internet, announced it has acquired Manage. Criteo is adding Manage and its mobile app install solution to complement its existing app business and further strengthen its end-to-end advertising solution, addressing the entire consumer journey from awareness and consideration to conversion. Manage is a Silicon Valley company with an attractive app install advertising solution. This acquisition expands Criteo’s client base as Manage serves advertisers not only in Criteo’s…

Say Hello to Einstein Voice: Salesforce Ushers in New Era of Conversational CRM

Einstein Voice Assistant Will Transform the Way People Work, Allowing Them to Get Personalized Daily Briefings and Make Conversational Updates to Salesforce via the Salesforce Mobile App or Smart Speaker of Their Choice Salesforce, the global leader in CRM, announced Einstein Voice, a new platform service that brings the power of voice to millions of Salesforce users. With Einstein Voice, any user will be able to talk to Salesforce, opening up new possibilities for employees to work smarter and connect with their…